Receptionist

Commonwealth of Massachusetts • Worcester, MA

10d • Onsite

About The Position

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces the Massachusetts anti-discrimination laws by investigating complaints of discrimination in employment, housing, public accommodations, and other aspects of everyday life. Pursuant to its mission to eradicate discrimination in the Commonwealth, the MCAD also offers remedial and preventative training, and publishes resources online such as model policies, posters, and guides.
The MCAD is seeking a dynamic and motivated individual to provide reception support in our Worcester office. The receptionist greets constituents at MCAD offices providing information and assistance, answers the agency’s main telephone line, directs calls, answers inquiries, maintains files and records; prepare and send outgoing correspondence; maintain files, create and maintain reports utilize standard office machines and equipment; and perform related work as required. The basic purpose of this work is to provide administrative and reception support for the agency.
Please note: This position is expected to be on-site 5 days a week (Monday to Friday)

Requirements

• Knowledge of the English language, including spelling, word meaning, and word usage.
• Knowledge and proficiency in using Microsoft products, including Word, Outlook, and Excel.
• Experience in using database programs.
• Ability to use virtual platforms such as Zoom or Microsoft Teams.
• Ability to understand and apply the laws, rules, policies, and procedures governing assigned unit activities.
• Ability to assemble items of information in accordance with established procedures.
• Ability to maintain accurate records.
• Ability to communicate effectively in oral expression.
• Ability to deal tactfully with others.
• Skill in operating general office machines and equipment such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, electric staplers, shredders, or similar equipment.
• Ability to explain the laws, rules, policies, and procedures governing assigned unit activities.
• Ability to give written and oral instructions in a precise, understandable manner.
• Ability to communicate effectively in verbal and written expression.
• Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate’s or higher degree with a major in business administration, business management or public administration may be substituted for the required experience. II. An Associate’s or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.
• Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
• Educational substitutions will only be permitted for a maximum of two years of the required experience.

Nice To Haves

• The ideal candidate enjoys working with a diverse population in a fast-paced environment.
• A second language is helpful and strongly preferred but not required.

Responsibilities

• Answers the agency’s main switchboard, routes calls, takes messages and answers questions.
• Provides routine information concerning agency services according to established procedures, also referred to as “information calls.”
• Answer inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.
• Greets and welcomes guests at the front desk in a professional and friendly manner.
• Ensures the reception area is orderly and that individuals are assisted in a timely manner.
• Compose, serve and file correspondence such as complaint service letters, information requests, meetings confirmation, etc.
• Serves complaints and corresponding letters and documents on parties.
• Coordinates intake scheduling and collaborates with front desk staff at satellite offices to manage the intake schedule and overflow chart.
• Works alongside the Intake Supervisor and designated Intake Specialists to help carry out daily intake appointments.
• Receives and distributes incoming mail, memoranda, packages, and deliveries to the appropriate individuals.
• Maintains the unit’s spreadsheet for mail-in complaints and ensures timely and appropriate follow-up.
• Follows front desk and other agency protocols and escalates issues of concern involving visiting constituents or callers to supervisors and management.
• Reviews and properly enters complaints into the case management system (CMS).
• Locates and withdraws information from records using CMS, searching files, etc., to respond to inquiries or requests by supervisor.
• Operates standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, shredders, or similar equipment.
• Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
• Performs typing tasks such as producing letters, memoranda, forms, routine correspondence, envelopes, labels, etc.
• Maintain records according to established procedures to ensure accurate and complete information.
• Notify appropriate parties, orally and in writing, of information such as meetings and conferences.
• Compile statistical information to be included in reports of agency activities.
• All other related duties as assigned.

Benefits

• Comprehensive Benefits
• When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
• Want the specifics? Explore our Employee Benefits and Rewards!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees